Telstra support

[Thomo1968]

Who else has had major problems contacting technical support about internet connections. I have lost my connection and it took over 3 phone calls off 45mins to finally get someone who couldn’t help me . I have a smart modems that should connect to mobile coverage which isn’t and they said someone would connect me within 1-2 hours . 5 hours later I am still waiting and have been on hold for over an hour.  Telstra do u call this good service?

[Jupiter]

It may be there is a fault on your internet connection but the modem is still seeing a signal, which will mean that the mobile connection won't kick in.

Step 1	Factory reset the modem (sometimes it gets a rogue error that can only be cleared by a reset).
Step 2	Go to https://fix.telstra.com on your mobile and run through the troubleshooter and remote automated tests. This will also put you through to technical support if it can't solve the problem.
Step 3	If after the above steps fail. Unplug the DSL or WAN cable depending on your internet connection type. The modem should then switch to mobile backup within 6 minutes.